Innovate to Elevate
Live in Singapore - 13th March 2025

Starting date

13th
March
2025

Format

Physical Event in Singapore

Duration

1 DAY
PROGRAM

Price USD 1400

Course Objective

This one day INNOVATE TO ELEVATE course is particularly relevant for in-house lawyers as it empowers them to enhance Customer Experience (CX) within their organizations by identifying and addressing operational bottlenecks, particularly during post-merger integrations. Learners will gain skills to innovate and streamline processes, evaluate and improve current Legal and Compliance (L&C) services, and leverage AI and automation to optimize workflows. The course also provides insights into developing change and innovation plans, steering budgets effectively through data, and improving work-life balance by managing workloads with AI. These skills are crucial for in-house lawyers to enhance efficiency, drive innovation, and deliver superior CX in their legal departments.

The Power of Client Experience (CX) in driving Change and Innovation in Legal & Compliance A Fast-Track Masterclass to “Lawyer 3.0”
Upon completion of this course, learners will be able to:
1. Understand the importance of CX in the Legal and Compliance profession
2. Identify operational bottlenecks impacting CX in post-merger and other scenarios, e.g., using Service Blueprint
3. Innovate solutions to streamline processes and enhance CX
4. Map out and evaluate their respective organizations´current L & C services
5. Identify opportunities to improve operational processes post-merger through innovation.
6. Identify processes in their organizations that benefit from AI & Automation.
Create a mini action plan for AI and tech implementation.
7. Outline key elements of a change and innovation plan that addresses common pitfalls and anticipates various attacks.
8. Leverage data to steer budgets, FTE, staN and client satisfaction. • Using AI and automation to manage workload and improve work-life balance.

Thomas („TOM“) Pfennig
CEO & FOUNDER  Transforming.Legal GMBH
Global professional network | 25 years in-house experience in global Legal & Compliance

From 2016 until the end of 2023, Mr. Pfennig served as SVP and Global Head of Compliance & Data Privacy at Bayer AG. He was one of the key architects of BAYER´s digital transformation in the Legal and Compliance department, a team of 1000+ lawyers and compliance professionals. The Financial Times recognized BAYER´s digital transformation with the „most innovative in-house legal department in Europe“ Award. Mr. Pfennig was the regional Country Caretaker for several Asian regions, including Singapore and India.Prior to joining Bayer, Mr. Pfennig worked at BMW of North America LLC and AT&T Broadband in the US.Mr. Pfennig completed his legal studies at the University of Bonn/Germany and thereafter graduated from the University of Denver Law School with a Master in American and Comparative Law supported by a scholarship from the Fulbright Foundation. He attended Graduate Business Management Programs at the University of Pittsburgh Katz School of Business and Oxford University Said Business School. He also attended several of IMD Lausanne´s Digital Transformation Programs.Mr. Pfennig is admitted to the German Bar and the New York Bar.He is the Founder and CEO of Transforming.Legal, aspiring to become the world´s leading legal transformation boutique with current presences in the United States, Europe and Singapore.

DR FRANCIS GOH
Author of “INNOVATE TO ELEVATE – A journey through Mindset and GenAI to enhance Customer Experience”


Francis Goh brings a wealth of expertise in digital innovation and customer experience, making him a valuable resource for business executives seeking to solve complex business problems through innovation and Gen AI tools. As a Digital Innovation Leader at Amazon, Francis spearheaded innovation engagements with key clients across the region, driving transformative solutions that enhanced business performance and customer satisfaction. Francis specializes in emerging solutions, breakthrough business models, and innovation. He has a proven track record of building highperformance teams and achieving remarkable results. His expertise in developing and deploying new go-to-market strategies across sales, operations, and resource management has consistently driven top-line growth and profitability. With a reputation for hands-on leadership and deep solution expertise, Francis has successfully helped clients across various industries in the Asia Pacific region. For business executives looking to leverage innovation and Gen AI tools to address their business challenges, Francis offers a unique combination of strategic insight, practical experience, and proven results. His ability to establish core innovative business models and enhance brand positioning makes him an ideal partner in navigating the complexities of today's business environment. Whether it’s through optimizing operations, enhancing customer experiences, or driving new revenue streams, Francis provides the expertise and guidance needed to achieve transformational success.

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